Currently, a typical court case can take three (3) years or even more before it is concluded at a hefty cost to the litigants. In many instances, such cases could have been amicably resolved within a week through alternative dispute resolution mechanisms, such as mediation. This principle formed the basis of the Credit Information Sharing – Alternative Dispute Resolution (CIS-ADR) Centre. The ADR approach will provide a valuable option for both customers and financial institutions, creating a conducive environment for issues to be addressed while upholding the relationship between the parties.

The ADR handbook has been  drawn to introduce uniformity in CIS dispute resolution practices; ensuring that established market guidelines and provisions within the Customer Protection Act are adhered to. The ADR Processes established under this handbook will focus on

  • Intervention
  • Facilitation
  • Mediation

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